Joker's Ace Casino - Player’s withdrawal has been delayed.

Hi.

i deposited with a bonus a few times and lost around £120 I then deposited again with a bonus and had a few wins I played through the bonus and made a withdrawal of £300 after pending a few days p being I asked customer service about my withdrawal and was told it takes 7 to 21 business days, due to this I cancelled the withdrawal and continued playing but after a few more wins I had built up a balance of £1000 so decided to withdraw again and wait the pending period.

i have now waited 22 business days and still no payment I continue to chat with customer service who replied that they no it’s frustrating but your deposit will be sorted shortly and will escalate with the relevant department

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please specify when was the last time you were in contact with casino live chat support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning

• I can confirm I have not had any withdrawals from this casino as of yet.
• i have passed a KFC Which requested face recognition and Passport verification
• I was last in conversation which a representative from the customer service on the 14.07.2025

thank you

*****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana(jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Joker´s Ace Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana